We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364 results
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Decision Reference DRN-5256037
10 Apr 2025 Protection and Investment Ltd Not upheldPensions and AnnuitiesDRN-5256037 The complaint Mr M complains that Protection and Investment Ltd (PIL) provided unsuitable advice and poor service for his ISA (Individual Savings Account) and pension causing him financial loss. What happened Mr M had been a client of PIL since 2007. He had an ISA and a per... (9 pages)View decision -
Decision Reference DRN-4034271
21 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034271 The complaint Mr S has complained about an engineer assigned by British Gas Insurance Limited (BGIL) who caused damage to his home while carrying out repairs to their boiler. Mr S is unhappy with the settlement BGIL has offered to repair the damage it accepts was caused by its ... (3 pages)View decision -
Decision Reference DRN-2725481
30 Mar 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2725481 The complaint Ms D and Mr M complain that Royal & Sun Alliance Insurance Plc (RSA) has unfairly declined a claim they made under the home emergency part of their Breakdown Protection Plan. What happened Ms D and Mr M’s Breakdown Protection Plan provides insurance cover for ... (3 pages)View decision -
Decision Reference DRN-1984215
11 Aug 2020 Zurich Insurance PLC Not upheldInsuranceDRN-1984215The complaintMr R complains about the way Zurich Insurance PLC has dealt with a claim on his marine insurance policy for damage to woodwork and an inflatable toy. What happenedMr R made a claim in April 2019 concerning damage to his boat equipment. The damage occurred after a fi... (2 pages)View decision -
Decision Reference DRN8726414
24 Mar 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms H has complained about AXA Insurance UK Plc’s handling of her subsidence claim, made under her home insurance policy.backgroundI set out the background to and my findings about this complaint in my provisional decision issued in February 2014. The document is attached and forms part ... (7 pages)View decision -
Decision Reference DRN0078042
29 Aug 2018 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mr L has complained about the cash settlement offered by Legal & General Insurance Limited (L&G) following a claim under his home insurance policy and about the way the claim has been handled.background Mr L made a claim to L&G after a leak from a soil pi... (4 pages)View decision -
Decision Reference DRN2747554
20 Sep 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs M complain that Royal & Sun Alliance Insurance Plc (RSA) has unfairly declined their claim for damage to the home under their building insurance policy.background Mr and Mrs M had a collapsed ceiling in a cupboard which they thought was due to a leak f... (2 pages)View decision -
Decision Reference DRN5438680
19 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr D is unhappy about the repairs carried out by Great Lakes Insurance SE’s contractors following a claim under his home insurance policy for damage caused by an escape of water at his home.backgroundI issued a provisional decision on 2 November 2018. In this I explaine... (4 pages)View decision -
Decision Reference DRN-2984037
31 Aug 2021 U K Insurance Limited Not upheldInsuranceDRN-2984037 The complaint Mr H complains about the conditions UK Insurance Limited (UKI) used to decline his claim under his home insurance policy. What happened Mr H made a claim for carpets that he said he had to throw out due to an unanticipated deluge of maggots in his property. UKI de... (3 pages)View decision -
Decision Reference DRN5478790
23 Sep 2020 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr C complains on behalf of his business, H, a hotel, that in respect of a commercial insurance escape of water claim Allianz Insurance Plc delayed in dealing with snagging issues and that its contractors damaged glass in a door.backgroundIn November 2015 Mr C raised a claim to Allianz fol... (2 pages)View decision